Hospitality - Improved Guest Engagement and Higher Booking Rates
Client: A boutique hotel with 150 rooms
Objective: Increase direct bookings and improve guest engagement.
Challenge: The hotel was heavily reliant on online travel agencies (OTAs) for bookings, which cut into their revenue. They wanted to engage directly with guests to encourage direct bookings and enhance the guest experience.
Solution: Using Embark +, the hotel set up a series of automated communications for guests. This included pre-arrival messages with upgrade offers, mid-stay requests for feedback, and post-stay follow-ups with exclusive discount codes for future stays.
Results:
30% Increase in Direct Bookings: Guests appreciated the personalized offers, choosing to book directly rather than through OTAs.
4.5 Star Average Rating on Feedback: Automated mid-stay check-ins led to higher guest satisfaction by addressing issues in real-time.
25% Increase in Repeat Stays: Follow-up emails and exclusive offers encouraged guests to return.
